Salesforce CRT-261 Quiz 24 Topic 2 Questions 116-120

Question: 1

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

APartial Copy Sandbox

BAdministrator Sandbox

CDeveloper Pro Sandbox

DFull Sandbox

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Question: 2

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

AConfigure Assignment Rules based on Case Priority.

BAdd the Entitlements related list to the Account Page Layout.

CCreate a Report of all active Entitlements grouped by Customers.

DConfigure Success, Warning, and Violation Actions for Milestones.

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Question: 3

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

ASet up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

BSet up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

CSet up IVR with an automated response for customers affected by the recall to defect calls.

DSet up a customer survey for customers calling in to identify the severity and impact of the recall.

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Question: 4

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

Averify that users have access to the Live Agent chat buttons.

BVerify that users have access to the Live Agent public group.

CVerify that users are assigned the Live Agent feature license.

DVerify that users are assigned the Live Agent user profile.

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Question: 5

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

APublish ongoing updates to the community knowledge base with details about the upgrade.

BCommunicate information about the upgrade to customers in advance.

CSend routine status updates to customers via Chatter during the upgrade.

DReplace the default outage page with a custom page containing upgrade information.

ENotify customers once the upgrade is completed and full services are restored.

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Salesforce CRT-261 Quiz:24 Topic:2 Questions:116-120